AccountId: 011433970860
ContactId: d99b650b-6e44-4a90-9c28-cd0368692fde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176080 ms
Total Talk Time (AGENT): 92778 ms
Total Talk Time (CUSTOMER): 40530 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/d99b650b-6e44-4a90-9c28-cd0368692fde_20250122T21:00_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Health, I'm sorry, Baptist Hospital in [PII]. I was trying to verify some outpatient benefits for patients.
[AGENT][NEUTRAL] OK [PII], you're needing to verify outpatient benefits you said remember, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][POSITIVE] Yes, I can help you with that, and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] All righty. It's uh 02241482 ML 8.
[AGENT][NEUTRAL] OK, thank you. Give me a moment to get the member's information pulled up please.
[AGENT][NEUTRAL] OK, and any information, [PII] that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Uh, her name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, so I do show that she is the subscriber [PII] on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she has an outpatient benefit max of $200 per covered person per calendar day for covered outpatient services with no outpatient deductible per covered person per calendar day.
[CUSTOMER][POSITIVE] Fantastic. Alrighty, thank you so much that's gonna be everything that I need.
[AGENT][NEUTRAL] You are
[AGENT][NEUTRAL] OK, and [PII], just a couple of additional pieces of information. When the claim is submitted to APO for review, we must also have a copy of our primary insurance company's explanation of benefits as well. And then once we have processed our claim, you should be able to check claim status and have access to our EOBs by going to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Fantastic. Alright, thank you so much. Can I please get a reference number for this call?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][POSITIVE] Awesome alrighty thank you so much, [PII] have a great day.
[AGENT][POSITIVE] OK, you too, [PII] and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yeah